I.S. EN ISO 18295-1:2017
Current
The latest, up-to-date edition.
CUSTOMER CONTACT CENTRES - PART 1: REQUIREMENTS FOR CUSTOMER CONTACT CENTRES (ISO 18295-1:2017)
Hardcopy , PDF
English
01-01-2017
For Harmonized Standards, check the EU site to confirm that the Standard is cited in the Official Journal.
Only cited Standards give presumption of conformance to New Approach Directives/Regulations.
Dates of withdrawal of national standards are available from NSAI.
National Foreword
European foreword
Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Customer relationship requirements
5 Customer-focused leadership
6 Human resources
7 Operational processes
8 Service delivery infrastructure
9 Client relationship
Annex A (informative) - Metrics - Guidelines
Annex B (informative) - Client/CCC relationship
Bibliography
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